Special Treatment: I Feel Kinda Bad/Guilty

[momof2inPA]

Let me start this story with a little background. On our last visit to RPR we had some trouble at one of the restaurants with some food allergy issues, and I sent an e-mail to try to have these issues addressed. Well, the response that I received was very positive and pleasant. Not only did the food and beverage manager thank me for my suggestions, he sent a gift certificate and said to let him know when we would be staying again at the RPR. After a few e-mail correspondences, we planned a return trip for my son's birthday this Feb.

We arrived Feb. 5th and were given a room overlooking the Hulk even though we checked in about 9 a.m. on a Mardi Gras weekend. We had a nice but chilly day at the parks, and were exhausted and hungry when we returned late after the Mardi Gras parade, and what is there to greet us? It was WINE, CHEESE, FRUIT, a BEAUTIFUL BIRTHDAY CAKE with FRESH FLOWERS, and a CHOCOLATE 8" by 11" HAPPY BIRTHDAY SIGN!!!! WOW!!! That birthday sign was the best piece of candy my peanut/nut allergic son has ever eaten. I about cried. I felt overwhelmingly grateful (and more than a bit guilty for ever complaining to begin with). They care about their guests. They really do.

We stayed a total of four nights, and we just loved everything about the stay. The fotl, the room, the food, the beds, the pools, the boats, the atmosphere.... Luckily, we were able to get the AAA rate of $159 for our stay, but my husband and I agreed that the rate is worth it.

On the third night, we used our gift certificate at the Islands restaurant and had a delicious meal accentuated by the presence of Curious George and Woody Woodpecker. I don't know if the characters are there on a regular basis, but it felt like they were there just for us. My kids loved the special attention, and even my seven year old gave them a big hug. The meal ended when the chef sent out another personal cake for my son and some sorbet. Anyway, it was wonderful. I was also beyond pleased to see that the RPR had responded to my food allergy awareness suggestions with menu explanations and increased staff awareness. Thank you, RPR and Mr. Bizri.

That was one fabulous stay that we will never forget, especially the birthday boy. Loews and the Royal Pacific should be proud of their customer service.

 

[AlexandNessa]

I know exactly how you feel! We were treated like VIPs our last visit to the RPR. I suspect it's because we had a less than stellar stay at the PBH a few months before and the RPR knew about our problems there.

We had a great room and special treats sent to us by Dale McDaniel. We got immediate attention whenever we called star service, and even got all of our Loews First perks even though we booked with an AP rate. We were just all around treated like VIPs. So much so that we had to go back this January.

Beware though! Don't get sucked in!

Let's just say that once a VIP, not always a VIP! I realize that we changed rooms, but we had quite a few problems this past stay that were not handled promptly or correctly. Just yesterday, I found out that they recharged us for local phone calls that we did not make. First, there didn't seem to be any concern that people other than us entered the room and used the phone. Second, we reported the problem to both the concierge staff in the lounge who removed the charges and then followed-up with the front desk to make sure the charges were removed. Wouldn't you know, later (after we were home!) they recharged my credit card for those calls? I tried to call accounting yesterday to get that taken care of, and I had to leave a message and they never called me back.

Plus, we had charging privileges problems everywhere we ate which were never straightened out, and they never did get our room right in the system even though this was again discussed with both the manager in the Club Lounge and the front desk. Just things that didn't make our second visit half as great as our first.

I was disappointed in this stay as I had written Mr. McDaniel a very complimentary letter after our last visit, and my fiance had written him right before this past visit telling him how much we were looking forward to staying with them again and that we would be celebrating our engagement.

I don't mean to rain on your parade, because it's a great feeling when it happens.

 

[momof2inPA]

That's so strange, alexandnessa. We had a very expensive local call charge on our bill- like $4.50. I wonder what's up with that. My husband used an 800 number to dial up for his computer, but the charge for that was like $.90. He tried to used the wireless, but it didn't work. I wondered if the $4.50 was related to that. Hmmm.

No, I don't expect to be treated special next time, but I'm glad that it happened this time. It was nice and appreciated.

 

[highlander447]

Great report and yes I agree they do make that bit of extra effort after complaining isn't sad though u have to complain in the first place I mean their business really is making our dreams come true or at least thats the way I see it

 

[momof2inPA]

The best part of the cake and fruit plate was the unexpectedness of it all. It was like a great surprise party. It's funny how little it takes to excite a customer and make their little dreams come true.